ANALYSIS OF THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION: A CASE STUDY OF JNE EXPRESS AGENT IN JATILUHUR, PURWAKARTA

Atep Saepuloh

Authors

Atep Saepuloh Program Studi Magister Manajemen Fakultas Manajemen Sekolah Tinggi Harapan Bangsa Bandung

Keywords:

Condition/Visibility, Responsiveness, Reliability, Assurance, Empathy and Customer Satisfaction

Abstract

This study aims to analyze the effect of service quality on delivery services on customer satisfaction of JNE Express Jatiluhur Agents in Purwakarta. This study uses five independent variables, namely the state of evidence, responsiveness, reliability, assurance and empathy with one dependent variable, namely customer satisfaction. The population in this study are consumers or users of JNE Express Jatiluhur Agents in Purwakarta. Samples were taken of 93 respondents using the Non-Probability Sampling technique with the Accidental Sampling approach, which is a sampling technique based on chance, that is, anyone who happens to meet the researcher can be used as a sample. The data analysis method used is in the form of validity and reliability tests, classic assumption tests, multiple linear regression analysis, T-test and F-test and the coefficient of determination (R2). Based on data analysis, the results show that the indicators in this study are valid and reliable. In the classical assumption test the data is normally distributed, there is no heteroscedasticity and multicollinearity. on the hypothesis test of tangible variables, reliability, responsiveness, and empathy have no significant effect on customer satisfaction. And the most influential variable is the reliability variable with a regresi coefficient of 0.516.

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Author Biography

Atep Saepuloh, Program Studi Magister Manajemen Fakultas Manajemen Sekolah Tinggi Harapan Bangsa Bandung

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